Complaints

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction August 18th 2023 Cost = ****** for Nesco Deluxe Foo VS-12 Vacuum Sealer and $27.99 for additional bags variety pack Nesco VS-07V This product has a full year warranty. Nature of dispute Company claims no exchange and no refund policy but has a warranty is false advertising The business rudely dismissed me over their faulty product. I reached out via email to request a refund for the defective product. They claim there is a no refund, no exchange policy. However the product has a full 1 year warranty. I want a full refund of ******.

  Business response

  11/28/2023

  In reviewing all archived email documentation regarding this consumers complaint i find that our **************** Representative attempted to take the necessary steps in trying to resolve this consumers complaint.  As with any consumer we first try to walk through with the consumer potential issues that maybe easy to resolve, a troubleshooting session can help our CS staff determine what are the next steps.  In this instance it appears the only resolution for this consumer was a refund.  As mentioned in our warranty statement statement below  "Under this limited time warranty, we undertake to replace any parts found to be defective at our sole discretion", the consumer did not allow for this to take place.

  Should your product prove defective within one year from date of purchase, contact our customer service team at ************** or email at *************************************************** with an explanation of the claim. If a viable warranty claim is determined, a customer service member will provide you with the necessary details to have your unit replaced. Under this limited time warranty, we undertake to replace any parts found to be defective at our sole discretion.

  Again we would gladly work with this consumer to resolve the items in question.

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was not given an option for a refund. I was told I had to return to Amazon but I explained that we are past the return date. The company can reach out to me but stated that there were no refunds or exchanges. That left me with no options. 
  
  Regards,
  
  *************************

  Business response

  11/28/2023

  Below is the email string of communications between the consumer and our CS representative.  It appears that the consumer was only interested in a refund from the start and had no intentions in trying to troubleshoot her vacuum sealer.  Our policy is to work with the consumer to troubleshoot the existing product, if we deem that the product cannot be fixed due to product defect or workmanship we will provide a free replacement.  Until we go thru this procedure nothing can happen.

  Again the email string below is from communications with the consumer.

  From: ************************** <********************>
  Sent: Monday, November 27, 2023 9:43 AM
  To: Nesco **************** <*****************************************************************************************************>
  Subject: RE: Deluxe Vacuum Sealer Model VS-12
  
  Hello *****,
  
  My name is *********************. (not *****)  I want a refund immediately. My husband bought a different product today. If I am denied, I will file a report with the Better Business Bureau.
  
  From: Nesco **************** <*****************************************************************************************************>
  Sent: Monday, November 27, 2023 10:37 AM
  To: ************************** <********************>
  Subject: RE: Deluxe Vacuum Sealer Model VS-12
  
  Hello *****
  Can you please send us a video of what is going on and we can then help trouble shoot the issue. Please upload it to wetransfer.com and enter our email address ********************************************************** show the upper and lower gasket, you placing the bag in the unit and letting it run the whole cycle. We will forward it to the engineer, and he will let us know what steps to take next. Have a good day!
  
  Thank you
  *****
  **************** Represetative
  The ***********************************************
  **************
  
  From: ************************** <********************>
  Sent: Sunday, November 26, 2023 7:27 PM
  To: Nesco **************** <*****************************************************************************************************>
  Cc: ************************** <********************>
  Subject: Deluxe Vacuum Sealer Model VS-12
  
  Hello,
  
  At purchased this item in August of this year. I used it once to vacuum seal fresh garden green beans. The seal didn't work properly but I figured it was my mistake. Tonight I tried to seal venison. The same thing happened I followed instructions to the letter. This item is defective and I would like a full refund immediately. 
  Please help me. 
  
  Sincerely,
  ***** Booth 
  ************ 

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [ The person did not include their last reply. 
  From: **************************
  Sent: Monday, November 27, 2023 12:17 PM
  To: Nesco **************** <*****************************************************************************************************>
  Subject: RE: Deluxe Vacuum Sealer Model VS-12
  
  We purchased it from Amazon. You offer a full year warranty.
  
  From: Nesco **************** <*****************************************************************************************************>
  Sent: Monday, November 27, 2023 12:14 PM
  To: ************************** <********************>
  Subject: RE: Deluxe Vacuum Sealer Model VS-12
  
  Where did you purchase it from. As stated on our website Nesco.com all sales are final and we do not returns or refunds. If you purchased it thru one of our retailers you can return it to them.
  
  Thank you
  *****
  **************** Represetative
  The ***********************************************
  **************
  
  

  Business response

  11/29/2023

  Thank you for including the last two emails in the string, this was not provided to me by our team.  With that said our stance is still the same.  The consumer refused to answer any troubleshooting questions and demanded only a refund. It was explained that we need to complete our troubleshooting in order to do a warranty claim for a replacement. Customer refused. 

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I did not refuse. I wanted a refund but was told a refund or an exchange was not an option. I thought why should I go through the steps just to be told the same thing about all sales are final no refunds or returns. I feel that the company's response speaks for itself. I can make a video and upload to wetransfer.com, but I feel the business response will still be, "all sales are final". That is why I filed this complaint. ]
  
  Regards,
  
  *************************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchase their higher-end product DE-10 in June 2022. I have used it about eight times and it has now failed to heat. I have $30 worth of steak for ***** in the refrigerator that will be spoiling soon. The store has a 60-day return policy, which has long passed.Their ********************** can only say that I will receive the replacement in "**** days." This is NOT acceptable. Their product has failed. Their product's failure is going to cost me $30 because they do not treat product failure replacements with urgency. They don't care about my wasted money because of their failure!I want the replacement shipped TODAY for delivery TOMORROW!

  Business response

  03/20/2023

  In reviewing this case I see that the consumer called March 16th 2023 regarding the DE-10 food dehydrator that stopped working.  As the unit is still in warranty we were prepared to replace it, in most cases we ask for a window of **** days to allow for processing.  This consumer was very insistent that we replace his unit within one day, that is not our normal policy however we did go to the nearest *** hub and was able to send out the product on Friday and the tracking number show that the pack was delivered on Saturday March 18th at 11:45am.  That is pretty prompt service, which is not always the case but everything fell into place.

  Unfortunately this consumer filed with the BBB without allowing for these good results to develop.  This consumer verbally abused our customer service staff and also slandered us on three social media platforms.

  With that said we consider this case closed.

  Customer response

  03/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The customer did not verbal abuse customer service staff. **************** staff refused to escalate other than to their supervisor, who was out of the office for the day. She refused to escalate higher. She said that warranty replacements have to wait in line. If they have so many warranty replacements that it takes up to four days (per the customer service representative), then they really need to examine their manufacturing processes.

  The customer did not slander the manufacturer on three different social media sites. The customer did post his opinion regarding the quality of the product as well as the rather casual attitude of the customer service staff. This is not slander, and the customer challenges you to file a lawsuit with that allegation. The fact that the product and service are not good is an honest opinion of the customer. For reference, I refer you to ****** of the ********* Statutes for the legal elements of defamation (i.e., "slander"). *********************************************************
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 1st at approximately 10:38 PM (EST), I placed an online order for dehydrator accessories at www.nesco.com. I had intended on purchasing three (3) sets of fruit roll trays and one (1) set of expansion trays. Unfortunately, I apparently clicked on Large Clean-A-Screens, instead of Large Fruit Roll Trays. I would note that both are the same price, proximally located on the page, and appear as translucent disks in their depictions. That being said, I realized the error, shortly after placing the order, and I IMMEDIATELY sent a message via the website in an effort to rectify the issue. The timestamp on the system's automated response for receipt of the message was 10:45 PM, SEVEN MINUTES after the order had been placed. Given that the company's customer service was apparently closed for the night, I did not receive a response until the following morning. At 9:27 AM, I received an email, despite the fact that I had indicated a preference for a phone call. The email apologized for the inconvenience but summarily indicated that I would be paying for merchandise that I did not want. At 10:03 AM, I called the customer service phone number listed in the email. I explained that I had contacted the company immediately via the website, and given that customer service was closed for the night, I was also calling at the earliest possible time. The customer service representative informed me that she would not do anything to assist, since the the merchandise had been picked and a shipping label created. She adamantly declared that there was a "no returns" policy. I argued that the merchandise had not even left the facility, so it wasn't a return. I also noted that the payment hadn't fully processed, either. At 10:54 AM, I was notified by *** that the order had shipped. Ultimately, I believe that I acted in good faith to rectify this situation and that I did everything within my power to contact the company and resolve the issue.

  Business response

  03/08/2023

  In reviewing the complaint from this consumer I can see where the disconnect might of occurred with regards to when the order was process and the inability of our **************** to undo what has been processed.

  When adding items to your cart there is a statement that indicates "Once orders have been placed, we are unable to edit or cancel the order."

  The reason for this is because all transactions are processed the next day at 6:00am by our distribution center, and after they have been process nothing can be changed.  To clarify, all orders processed between 6:00am and 5:59am will be picked and processed by our ************ center at 6:00am the next day..

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As stated on the Nesco website, "In order to provide customers with the best possible service, once an order has been moved to 'processing' it may not be canceled or changed.  To cancel or change an order while still in 'submitted' status, please call our **************** team."

  Foremost, it is clear that cancellations and changes are allowed, if initiated immediately.  There was a mere seven minutes between my placing the order and my submission of the completed contact form.  Moreover, it is patently absurd that a company would not account for all of the errors that might occur during online ordering, from user to technical errors, denying any form of recourse.  It is likewise absurd that a company views robbing customers for merchandise they don't want as "customer service."  Frankly, none of this even seems legal.

  For reference, I own two Nesco dehydrators and plenty of accessories.  I've been dehydrating with Nesco products for over a decade.  That being said, my relationship with this company ends today.  I have already denied *** from delivering the merchandise, and the order is well on its way to being returned to sender.  I have also disputed the payment with my creditor and had the charge reversed.
  
  Regards,
  
  ***********************

  Business response

  03/13/2023

  Per the consumers original consumers email "On March 1st at approximately 10:38 PM (EST), I placed an online order for dehydrator accessories at www.nesco.com."  Our normal hours of operation is listed in the attached, M-F 8:00am - 4:30pm CST.  When consumer placed order after normal hours of operation there would be no way to cancel the order as it would be processed the next morning a 6:00am CST along with all of the orders captured the day before.  The fact that you reached out after normal business hours does not allow for anyone to review and issue a change or credit.  Your order was processed.

  Customer response

  03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Per the last correspondence, "When consumer placed order after normal hours of operation there would be no way to cancel the order as it would be processed the next morning a 6:00am CST along with all of the orders captured the day before.  The fact that you reached out after normal business hours does not allow for anyone to review and issue a change or credit.  Your order was processed."

  If I may hazard a direct response, this sounds more like a YOU problem.  For instance, YOU have an antiquated and/or poorly designed workflow model that attempts to steal consumers' money.  It is absurd in a modern online marketplace that YOU have no contingency for errors.  And, the term "customer service" clearly eludes YOU, as evidenced by your rude phone operator, unwillingness to halt a shipment still located in your warehouse, and this absurd, unwavering belief that YOU can force people to pay for merchandise they don't want.

  Frankly, it isn't a ME problem, because I've been notifed that the package YOU refused to halt was successfully returned to sender by UPS.  I've also been notifed that the charge was reversed by my creditor.  YOU burned a decade-long relationship over a ~$30 exchange.  I guess YOU really showed ME. 
  
  Regards,
  
  ***********************

  Business response

  03/15/2023

  I can see front our records that this consumer has ordered from ** before with no complaints, the policies we had in place then are the same as the policies we hve in place now.

  This consumer has taken an unprofessional path in his comments therefore we consider this matter closed.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a VS12 food sealer a few months ago from Amazon and had a issue with it not vacuum sealing. I sent an message to Nesco about it and I was told since it was still under a year that I would get the part free because it was still under warranty. On 11/14/22, I received a message from an employee that they had the part and it was covered under warranty. On Dec 5th, I sent another email saying that I did not receive the part. Same employee answered me that now they were out of stock and would not be in stock until 6 to 8 weeks from that time. I kept the emails. Why does this company have a warranty if they can't stand by it? I spent money on something that I can not use now and had to buy something else. Next time I will stick with a foodsaver.

  Business response

  02/09/2023

  In reading all correspondences the Consumer has had with our ******** Services Representative it appears that the consumer was looking for a replacement tube/hose for there vacuum chamber that became contaminated after use.  

  Our Vacuum sealer, the VS-12, does not come with a hose.  The vacuum canister set and hose set had to be from another manufacturer.  The consumer should attempt to contact that mfg for a replacement hos.

   

  I see from previous emails with customer service that our representative offered for sale a hose replacement, this was done in error as we currently do not nor have we ever included a hose with the VS-12 Vacuum Sealer.

  We consider this case closed.

  Customer response

  02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My sealer was not functioning properly. I took it apart and there is a hose inside of machine that had black spots inside on it. I threw the part away because I believe it was mold.  I
  Regards,
  

   

  
  ***********************

  Business response

  02/10/2023

  From the original correspondence it was not clear that this was an internal component of the sealer, it sounded like it was an accessory but it evidently was not.

  Typically consumers do not take it upon themselves to open up an appliance and try to fix it.  In doing so the consumer voided the warranty of the product.  We also discourage people from opening their products due to the potential of being exposed to a live electrical components, a shock hazard.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩